Business Continuity Protect Your Technology

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Business Continuity Protect Your Technology

• Welcome
• Carol P. Conway, President,
• CRS Technology
• Dan Regelski, Director, Small Business
  Development Center
• Center for Leadership and Innovation, College of
  Business,
• Florida Gulf Coast University

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Business Continuity Protect Your Technology

• Overview Case Studies

Douglas S. Steele, Director Small Business
Development Center, Center for Leadership and
Innovation, College of Business Florida Gulf
Coast University
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Whats in a Name?

• Business Continuity Planning (BCP)
• A process (method) designed to avoid or minimize
  risks due to a disaster condition
• Goal minimize time/cost to restore operations
• Should be part of the overall business plan

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Whats in a Name?

• Contingency Planning (CP) is
• Recovery strategies
• Developing the plan
• Exercise and maintenance of the plan
• Training and awareness program
• An essential element of the BCP

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Whats in a Name?

• Disaster Recovery Planning (DR) is
• Establishing the Who and How
• Names, Roles, Procedures
• Implementing the contingency plan when disaster
  strikes
• Communicating to the DR team, employees,
  suppliers, and customers
• Operating the business
• An essential element of the BCP

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The Flavors of Disaster

• Natural
• Floods, Earthquake, Tornado, Volcano, Snowstorm,
  Sink-holes, High Wind
• Accidental
• Fire, Telephone Power Failures, Explosion,
  Aircraft Crash, HVAC Failure, Human Errors,
  Equipment Failure
• Intentional
• Vandalism, Virus Attack, Denial of Service,
  Arson, Riots, Theft, Sabotage, Espionage,
  Bio-terrorism, Hostage Taking

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Natural Disasters Impact

• In the 1990s
• FEMA spent more than 25.4 billion for declared
  disasters
• Hurricanes and Typhoons 7.78 billion
• Floods more than 7.3 billion
• Tornados 102 such disasters were declared

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Natural Disasters Impact

• The 1994 Northridge Earthquake in Southern
  California
• Required nearly 7 billion in FEMA funding

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Top Ten Disasters FEMA Funding

• Northridge Earthquake(CA) 1994 6.999
  billion
• Hurricane Georges(AL, FL, LA, MS, PR, VI)
  1998 2.326 billion
• Hurricane Andrew(FL, LA) 1992 1.849 billion
• Hurricane Hugo(NC, SC, PR, VI) 1989 1.308
  billion
• Midwest Floods(IL, IA, KS, MN, MO,)(NE, ND, SD,
  WI) 1993 1.141 billion

Source FEMA
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Top Ten Disasters FEMA Funding

• Hurricane Floyd (CT, DE, FL, ME, MD, NH,)(NJ,
  NY, NC, PA, SC, VT, VA)
• 1999 1.080 billion
• Loma Prieta Earthquake(CA) 1989 867.6
  million
• Tropical Storm Allison(FL, LA, MS, PA, TX)
  2001 844.2 million
• Red River Valley Floods(MN, ND, SD)
  1997 734.9 million
• Attack on America 2001 (NY, VA) 2001 724.9
  million

Source FEMA
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Impact

• 14 of companies using Internet business
  functions have an effective plan in place
• 25 of Local Area Networks (LAN) are vulnerable
  to disaster or disruption

Source www.Contingencyplanning.com
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Impact

• 64 of organizations are unprepared to protect
  their Wide Area Networks (WAN)
• 80 of all businesses w/o a BCP before Hurricane
  Andrew failed within 2 years

Source www.Contingencyplanning.com
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Natural Disasters Case Study

• Hotel Under Renovation
• Built in 1926
• 15 stories
• Sheltered windows
• Separate conference facility on premises
• Renovation includes flooding and gas leak
  preparations
• Emergency generators on site

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Natural Disasters Case Study

• Hurricane Andrew Hits
• What happened?
• Step 1 - ?

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Business Continuity Protect Your Technology

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Business Continuity Protect Your Technology
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• Backups are not a strategy
• These are
• hot sites
• mobile recovery units
• electronic vaulting
• equipment replacement
• mirrored systems
• alternate sites

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Plan Building Blocks
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Questions Answers
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Business Continuity Protect Your Technology

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Business Continuity Protect Your Technology

• Douglas S. Steele, Director
• Small Business Development Center,
• Center for Leadership and Innovation,
• College of Business
• Florida Gulf Coast University

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Accidental Disasters Case Study

• Bank - in a multi story building
• Fire ravages top two floors leased space
• Flooding occurs on lower floors
• Media reports the event big time!
• What did they do?
• Step 1?

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Business Continuity Protect Your Technology

• Business Continuity and Communications Recovery
  Plan
• Neil C. Hediger
• President CEO, ProActivus Technology

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Protect Your Technology
Disaster Recovery REACTIVE
Business Continuity Management PROACTIVE

• Business Continuity is the process of planning
  to ensure that an organization can survive an
  event that causes interruption to normal business
  processes.

• Disaster Recovery is the process that takes
  place after an organizational crisis to minimize
  business interruption and return the organization
  as quickly as possible to a pre-crisis state.

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Protect Your Technology
What are the ten key disciplines of business
continuity?

• Project initiation and management.Obtain
  management support for a business continuity plan
  by demonstrating the need for a correctly
  developed and managed BCP.

2. Risk evaluation and control.Conduct a
comprehensive environmental risk analysis
process. Establish the controls needed to
mitigate or prevent any potential loss.
3. Business impact analysis.Conduct an analysis
to identify the effects of disruptions and
disaster scenarios on the organization. Identify
and prioritize the key functions and their
inter-dependencies with other operations.
4. Developing business continuity
strategies.Determine the choice of business
recovery strategy by ensuring that the critical
functions can be recovered within the set time
while maintaining the organization's best
operating performance.
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Protect Your Technology
What are the ten key disciplines of business
continuity?
5. Emergency response and operations.Develop
and implement procedures for response and
stabilizing the situation following an incident
or event.
6. Developing and implementing business
continuity plans.Design, develop, and implement
the business continuity plan to provide recovery
within the recovery time objective.
7. Awareness and training plans.Prepare a
program to create corporate awareness and enhance
the skills required to develop, implement,
maintain, and execute the business continuity
plan.
8. Maintaining and exercising business
continuity plans.Pre-plan and coordinate plan
exercises, and evaluate and document plan
exercise results.
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Protect Your Technology
What are the ten key disciplines of business
continuity?
9. Public relations and crisis
coordination.Develop, coordinate, evaluate, and
exercise plans to handle media and others during
crisis situations.
10. Coordination with public authorities.Establis
h applicable procedures and policies for
coordinating response, continuity, and
restoration activities with local authorities
while ensuring compliance with applicable
statutes or regulations.
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Protect Your Technology
Why should I invest in Business Continuity?

• THE ENVIRONMENT
• Only 40 of businesses survive after a disaster,
  and only 28 of those last longer than a year
  afterwards.
• Gartner Group research states that 2 out of 5
  businesses that experience a disaster will be out
  of business in 5 years

• U.S. Department of Labor

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Protect Your Technology

• THE ENVIRONMENT

• Only 68 percent of businesses have contingency
  plans, and 55 percent of those with plans never
  test them

• Power consumption has increased fivefold since
  1989 without any significant increase in
  energy production

• Since September 11th, business and federal
  regulatory agencies have scrambled to address an
  unprecedented risk - the deliberate, criminal
  release of large quantities of lethal chemicals

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Protect Your Technology
Has your organization reviewed, revised, or
overhauled your business continuity plan since
September 11?
THE ENVIRONMENT
Contingency Planning Management magazine and
Strohl Systems Survey, Jan 15-31. Total
respondents 1,437
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Protect Your Technology

• THE TELECOM INDUSTRY
• Telecommunications evolution
• Regulatory climate
• Economic downturn
• Consolidation
• Less competition? Less choice?
• Unnecessary Bundling
• Financial Strength and Stability

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140 West Street
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140 West St.
INTEROFFICE FACILITIES 17,000 Fibers 4.4M Total
Data Circuits 2.7M Through Data Circuits 90,000
Message Trunks
Other C.O.s
Other C.O.s
4 Digital Switches 500 Optical Transport
Systems 1500 Channel Banks
LOCAL LOOPS - COPPER 500 Copper Cables 134,000
Voice Circuits 80,000 Data Circuits
LOCAL LOOPS - FIBER 7,600 Fibers 48,000 Voice
Lines 111,800 PBX Lines 11,100 ISP Lines 1.6M
Data Circuits
State-of-the-Art Central Office
Customer Locations
Customer Locations
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Assessing the Damage

• Access lines out of service (voice) 200,000
• PBX / Centrex lines out of service 150,000
• Data circuits out of service 3.7 million
• Cell sites out of service 10
• Number of customers affected
• Business approximately 14,000 Residential
  approximately 20,000

Landline and Wireless network call completions
were at least 2 times higher than normal levels
on Sept. 11
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Restoring the Network

• Network Capacity Added
• 18 New SONET Rings Built
• 21 Temporary Cellular Towers Erected
• 3,000 technicians and managers deployed in
  southern Manhattan
• 4,000,000 Voice and Data circuits constructed,
  re-constructed or re-routed within first week

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Responding to Customers

• SIDN/SIAC network re-routed
• NYSE open 9/17
• 140,000 140 West St. Telephone numbers ported to
  new locations
• Advanced intelligent network technology
• Custom Redirect Service, Local and Long Distance
  solutions
• Recovery Solutions
• ISDN, DSL
• Videoconferencing
• Hosted audio-conferencing
• Assorted Managed Services options
• Custom diverse network routing
• Route Diversity
• Hot and Standby Centrex and PBX

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Lessons Learned

• Have a comprehensive business recovery plan
• Internally developed or with assistance from a
  business partner
• Ensure best highly trained resources
• Enable portability of services and people for
  business continuity and customer service
• Plan for remote access and Teleworking
• Custom redirect services
• Audio-conferencing
• Videoconferencing
• Protect mission critical equipment and services
• Security services
• Examine network and facility routing diverse
  facilities, wire centers, risers, etc.
• Hot standby services PBX, Centrex
• Review alternatives including outsourcing

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Protect Your Technology

• WHAT OUR CLIENTS TELL US
• Main Customer Drivers
• Reliability
• Security
• Products and Services
• Customer Support
• Single Point of Accountability
• Improved ROI and TCO models

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Protect Your Technology
What should your telecommunications company do
for you?
After you perform a risk analysis of
communications requirements, Ensure that you
have a prioritized list of business impact caused
by communications downtime.
Formally inquire with your telecom carriers
Show me your BC/DR procedures! Obtained a plan
document Interpret the plans critically and
evaluate them for single-points-of-failure Give
feedback on any unmitigated critical risks, with
requirements for the vendor to close the gap.
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Protect Your Technology
What should you do to prepare for an interruption
to your business communications?
Evaluate your communications infrastructure for
crisis points How many single points of failure
do you have? Do all points of communications
access carry the same level of priority? Identify
contingency paths for all inbound or
revenue-producing business functions.
If you have multiple sites, work with a Business
Continuity planner to ensure you mitigate
risk Site backup plans with applicable
communications networks and servers for immediate
fail-over. Consider hot-site arrangements if
you have a single site. Create reciprocal
arrangements with suppliers, partners,
subsidiaries
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Protect Your Technology
How do I cost effectively protect my voice
communications?
Even local telephone service can be redundant If
you dont have Centrex service for your business,
consider having at least contingency lines
available CrisisLink Service from BellSouth is
an example Complementary wireless network can
assist
Call centers are particularly vulnerable Build
virtual centers that are multi-dimensional Co
nsider alternative hot seats/sites for
pre-planned hosting of call center
functions Train alternates to take
mission-critical calls, e.g., the Accounting
department can handle customer calls in an
emergency
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Protect Your Technology
How do I cost effectively protect my voice
communications?
Always configure alternative voice paths to back
up your primary carrier
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Protect Your Technology
How do I cost effectively protect my voice
communications?
Install backup services to protect your broadband
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Protect Your Technology
How do I cost effectively protect my voice
communications?

• Mobile Recovery Services
• Hughes
• GE

Consider out-of-the-box alternatives to
protecting your voice service - For both voice
and data, if your primary choice is rendered
unusable, change the dimension. - Work within
your multi-site structure, or if only a
single-site, identify alternative sites.
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Protect Your Technology
How do I restore my voice and data equipment and
services for my worksite employees?
Virtualize your workforce - Install a VPN
(Virtual Private Network) to accommodate voice
and data requirements - Preconfigure toll-free
services with automatic rerouting for
customer-facing and revenue-producing
functions - A virtual workplace can also
augment productivity
Prepare a Contingency Business Site - Business
recovery sites available to handle predetermined
volume of mission-critical applications
throughout the U.S. - Build contractual
commitments with service provider for immediate
to near-immediate restoration - Ensure turnkey
management of voice, data and hosting
requirements are included
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Protect Your Technology
How do I restore my business environment with the
essential data and voice networking equipment and
services?
Business Recovery Sites
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Protect Your Technology
Disaster Recovery REACTIVE
Business Continuity Management PROACTIVE

• Business Continuity is the process of planning
  to ensure that an organization can survive an
  event that causes interruption to normal business
  processes.

• Disaster Recovery is the process that takes
  place after an organizational crisis to minimize
  business interruption and return the organization
  as quickly as possible to a pre-crisis state.

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Protect Your Technology
How do I restore my voice and data equipment and
services for my worksite employees?
Location A

ISP/CO
IXC Networks
ISP/CO
Alt Site
Location B
If available, wireless broadband or satellite
services should be used.
Dial Backup/ISDN
Integrated T1
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Business Continuity Protect Your Technology

• A Seminar for Survival
• Naples, FL
• Neil C. Hediger
• President CEO, ProActivus Technology

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Business Continuity Protect Your Technology

• Douglas S. Steele, Director
• Small Business Development Center,
• Center for Leadership and Innovation,
• College of Business
• Florida Gulf Coast University

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Intentional Disasters Case Study

• An e-mail comes to the office
• Got your e-mail, Ill respond ASAP. In the mean
  time, please take a look at the attached zip
  docs
• You have not had your coffee yet
• The inevitable happens.
• What should you do?

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Intentional Disasters Case Study

• Worm destroys Word, PowerPoint, and Excel files
  on all reachable hard drives
• 24 of the 1500 PCs were affected
• E-mail was shut down for 1 hour
• Less 24 hours later, the 24 PCs were up and
  running
• Being Lucky is no excuse

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Business Continuity Protect Your Technology

• Questions and Answers